Call Centers: Should we hide behind an accent?

Will Kelly wrote on his blog:

In a deep Hindi accent, the customer service rep identified herself with a spanish name! I guess they finally realize since the myth that Indian call center reps speak perfect English indistinguishable from American English has long since been a joke to anybody common sense that they are further perpetuating the ruse and are now trying to hide behind other "accents."

Such lies are a horrible way to conduct a business relationship and are ultimately an insult to the customer's intelligence.

Oh. Trust me, you don't need an American accent to talk to an American. I talk to them in my slow, 'Kongan' accent (as Chit would have put it) and make an effort to get the message across rather than trying to impress upon my American friend that I can sound like an American. I think all that a customer-support pro needs to do is to get through to the customer. Hiding behind an accent is, in a way, being dishonest, and which customer would believe a dishonest person who claims he is around to help the customers?

So all ye call center guys, go easy on the R. It is ok NOT to roll it. Be a friend, before you try to be an American.

Write to me: suman 'at' sumankumar 'dot' com

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